Please use docs.servicenow.com for the latest documentation.

This site is for reference purposes only and may not be accurate for the latest ServiceNow version

Legacy:Knowledge Management with KCS

From Wiki Archive
Jump to: navigation, search
Note
Note: The Knowledge Management functionality changed significantly with the Fuji release. For more current information, see Knowledge Management at http://docs.servicenow.com

The ServiceNow Wiki is no longer being updated. Please refer to http://docs.servicenow.com for the latest product documentation.

Overview

The knowledge management process ensures that important information flows freely throughout the IT department and to the entire organization. For organizations using knowledge centered support (KCS) processes, this information is also part of the incident management and problem management processes. By storing and making available information about common problems and issues, knowledge centered support helps prevent future redundant incidents.

The ServiceNow Knowledge Base application provides role-based tools to create, store, and publish this important information. It also provides tools for all users to find and view the information as needed.

Knowledge Management Roles

Knowledge management uses these roles:

  • knowledge role: creates and translates articles; reviews and responds to feedback; works with article submissions.
  • knowledge_admin role: performs all the activities of the knowledge role; reviews and responds to ratings, flagged articles, and user search information; updates the knowledge portal with links to outside resources.
  • admin role: performs all the activities of the knowledge and knowledge_admin roles; applies role restrictions and other supplementary settings to articles, configures knowledge management properties; manages the label and message text for knowledge forms and pages.

Administrators assign these roles to the users and groups who maintain the knowledge content.

Application and Modules

The Knowledge Base application contains these modules, which are available to all users with the admin, knowledge_admin, and knowledge roles, unless otherwise noted.

Module Description
Create New Opens the Knowledge form where you can create a new article. The article number is provided. Enter the content for the article. Users with the admin role can set the article workflow state and assign roles if access is to be limited.
Published Lists the articles whose workflow state is Published. These articles are accessible from the knowledge portal and search. Review or update published articles, as needed.
Edit Lists all knowledge articles, regardless of their workflow state. Review or update the articles, as needed.
Retired Lists articles whose workflow state is Retired. These articles are not accessible from the knowledge portal or search. Review the articles to determine whether any should be updated and republished, retained for historical reference, or deleted.
Feedback Lists knowledge feedback records. Use the Work notes field on the Knowledge Feedback form to document any changes made as a result of the feedback.
View Displays the knowledge portal. Search and view articles or click and drag a topic header to temporarily change the arrangement of topics in the portal.
Submissions
Assigned to me Lists all knowledge submissions assigned to the logged in user who has the admin, knowledge_admin, or knowledge role. Review the submission to determine whether to create an article and submit it for approval or to reject the submission and note the reason. Submissions are created only when the knowledge submission workflow is enabled.
Open Submissions Lists all knowledge submissions with Status set to Submitted or Assigned. Review the record to determine whether to assign the submission to a knowledge worker, create an article and submit it for approval, or reject the submission and note the reason. Submissions are created only when the knowledge submission workflow is enabled.

To list submissions that have been closed, create a filter by clicking the arrow beside the breadcrumbs..

KCS
Flagged Articles Lists articles that have been flagged as incomplete or inaccurate by users. Open the record to read the user's comment in the Knowledge Feedback related list and to modify the article as needed.

This module is available only to users with admin or knowledge_admin role.

Ratings Lists ratings from users. Click the Created date to open the rating record. Click the article number to open the article.

This module is available only to users with admin or knowledge_admin role.

Search Log Lists records of knowledge searches showing the search term and the number of results returned. Use this information to determine whether users are finding what they need in the knowledge base.

This module is available only to users with admin or knowledge_admin role.

Overview Opens the Knowledge Management homepage. Use the links at the top of the page to add content to the page or change its layout.

This module is available only to users with admin or knowledge_admin role.

Administration
Navigation Add-ons Lets you add links on the knowledge portal to different search engines or related websites.

This module is available only to users with admin or knowledge_admin role.

Properties Lets you configure the knowledge base.

This module is available only to users with admin role.

Messages Lets you customize the text that appears in various knowledge base locations, such as button labels, category names, and feedback options.

This module is available only to users with admin role.

Using Knowledge

All users of the ServiceNow application can access the knowledge portal to search, where they can search for and view knowledge articles and provide feedback to help improve the knowledge base. For more information, see Using the Knowledge Base and Searching Knowledge.

Creating Knowledge

You can provide knowledge content:

Administrators can enable the knowledge submission workflow to have new knowledge articles created as submissions that are moderated by knowledge workers before they are published.

Translating Knowledge

Organizations with knowledge users who speak multiple languages can activate the optional knowledge internationalization features. For more information, see Knowledge Internationalization.

Tracking and Reporting on Knowledge

Several tracking and reporting options withing ServiceNow help you see how the knowledge content is being developed and used over time. For more information, see Knowledge Management Reporting and Knowledge Article Tracking.